Contact Protocol for Provider Participants

Attachment 7b
Contact protocol – provider participants
Healthcare provider information Provider credential: Provider name: Provider specialty: Clinic information Provider’s clinic name: Clinic phone number: Clinic county: Clinic health district: Contact attempt information Contact attempt number:
Notes (pre-call) Expand
Date of call * must provide value
Start time of call * must provide value
Did anyone answer the phone? Yes * must provide value No
Hello, this is [Linkage Coordinator name]. I’m calling on behalf of Virginia Medicaid about a quality improvement study for Medicaid members and their providers. [healthcare provider title and name] recently received information about this study via fax. I am calling to follow-up. I’d appreciate the opportunity to tell [healthcare provider title and name] more about the study. How can I go about speaking with [healthcare provider title and name] or a member of the staff to talk further about the study? * must provide value No: not available, number is correct	Yes: connected to provider Yes: connected to staff member No: not available, number is correct No: wrong number No: decline to discuss further

Reached (provider)

Hello. Thank you for taking my call. My name is [Linkage Coordinator name] and I’m calling on behalf of Virginia Medicaid about a quality improvement study for Medicaid members and their providers. I faxed you information about the study last week. I’d appreciate the opportunity to tell you more about it and answer questions. Do you have a few minutes to talk?

Yes No: not right now No: not interested

Yes, available to talk now

Go to Verbal consent—provider participants form.

No, not available right now

I understand. Is there a different time we could talk? Discuss scheduling with provider or staff member.

Yes No

Yes, will schedule a different time to talk

Schedule alternative date * must provide value
Schedule alternative time * must provide value
Thank you. I appreciate your time and will call you back at [clinic phone number] on [scheduled date] at [scheduled time]. End call.
End time of call * must provide value
Final notes		Expand

No, will not schedule a different time to talk

I understand. If you would like to hear more about the study, I can be reached at [Linkage Coordinator’s phone number. Thank you for your time. End call.
End time of call * must provide value
Final notes		Expand

Reached (office staff)

Hello. Thank you for taking my call. My name is [Linkage Coordinator’s name] and I’m calling on behalf of Virginia Medicaid about a quality improvement study for Medicaid members and their providers. I faxed [healthcare provider title and name] last week. I’d appreciate the opportunity to talk with [healthcare provider title and name] about it. How can I schedule some time with [healthcare provider title and name]? Discuss scheduling with staff member.

Yes, able to discuss scheduling time with provider No, not able to discuss scheduling time with provider

Yes, able to discuss scheduling with provider

Schedule alternative date * must provide value
Schedule alternative time * must provide value
Thank you. I’ll call [healthcare provider title and name] on [scheduled date] at [scheduled time]. End call.
End time of call * must provide value
Final notes		Expand

No, not able to discuss scheduling with provider

I understand. If you or [healthcare provider title and name] would like to learn more about the study, you can call me at [Linkage Coordinator’s phone number]. Thank you again for your time. End call.
End time of call * must provide value
Final notes		Expand

Did not reach provider or office staff (not available, phone number correct)

I’d appreciate the opportunity to schedule a 15-minute call with [healthcare provider title and name] or a member of the staff. Are you able to help me with this?

Yes No

Yes, able to schedule

Schedule alternative date * must provide value
Schedule alternative time * must provide value
Thank you. I’ll call [healthcare provider title and name] on [scheduled date] at [scheduled time]. End call.
End time of call * must provide value
Final notes		Expand

No, not able to schedule

I understand. If you or [healthcare provider title and name] would like to learn more about the study, you can call me at [Linkage Coordinator’s name]. Thank you again for your time. End call.
End time of call * must provide value
Final notes		Expand

Did not reach (wrong phone number)

Can you confirm this is [clinic phone number]?

Confirmed Not confirmed

Provider phone number confirmed

I’m sorry. I must have the wrong phone number. Do you know of a better phone number for [healthcare provider title and name]? If office staff can provide a better phone number (e.g., different clinic), record phone number here and try again. Re-start counter for contact attempts. If not, end call and record information and consider the call a complete contact attempt. Thank you very much. Have a great day!	Expand
End time of call * must provide value
Final notes		Expand

Provider phone number not confirmed

I’m sorry. I must have the wrong phone number. Thank you.
End time of call * must provide value
Final notes		Expand

Not interested

I understand. If [healthcare provider title and name] would like to hear more about the study, I can be reached at [Linkage Coordinator phone number]. Thank you for your time. End call
End time of call * must provide value
Final notes		Expand